Service Desk Analyst

Thinkon Inc; North Bay; Hybrid; CAD 55,000 - 59,000; Full time

Job summary

ThinkOn Inc. is seeking a Service Desk Analyst to serve as the single point of contact for incidents and services delivered to customers. The role coordinates service delivery and incident management while collaborating with internal teams to provide high-quality support.

ThinkOn is a remote-first organization welcoming candidates from North Bay, Ontario for a hybrid position. The role involves rotating 8-hour shifts over 24 hours, 7 days a week, totaling 40 hours over 5 days in a week.

Qualifications

• IT/tech education or experience required.
• Familiarity with ITIL/ITSM frameworks.
• Experience in a Call Centre or IT Operations environment.
• Knowledge of IT concepts: virtualization, infrastructure, storage, networking, DR.
• Strong Service Desk and Incident Management skills.
• Experience in Service Delivery and Engagement coordination.
• Excellent work ethic and accountability.
• Strong analytical and problem-solving abilities, resourceful and proactive.
• Ability to learn new software/hardware quickly.
• Solid time management and prioritization.
• Bilingual English and French for bilingual roles.

Responsibilities

• Monitor incoming tickets and communicate with customers, partners, and vendors.
• Keep tickets updated with pertinent information.
• Aim to meet service metrics across tasks and escalations.
• Escalate high-priority issues per internal processes.
• Notify management if risks or delays arise.
• Follow up on ongoing issues and coordinate with stakeholders.
• Document internal and external processes and updates.
• Identify opportunities to improve productivity and efficiency.
• Provide escorts to customers/vendors and support North Bay location.
• Assist in managing and maintaining the North Bay site.
• Perform operation maintenance activities as assigned.
• Perform other duties as assigned.

Skills

IT knowledge

ITIL/ITSM

Call centre experience

Virtualization

Incident management

Service delivery

Analytical skills

Bilingual English/French

Time management

Education

IT education/experience

Job description

Salary Range: $55,000.00 To $59,000.00 Annually

The Service Desk Analyst will act as the single point of contact for all incidents and services being provided to our customers. This role will be responsible for coordinating the delivery of services to our customers and incident management processes. The Service Desk Analyst must be capable of coordinating with the internal team to provide a high level of support and customer service.

ThinkOn is a remote-first organization. At this time, we are welcoming candidates from North Bay, Ontario as this is a hybrid position. This position will be a rotating 8-hour shift over 24-hours, 7 days a week. You will be scheduled to work 40 hours over 5 days in any given 7-day week.

You Will:

• Monitor incoming tickets, liaise and communicate with the customer/partner/vendor, gather pertinent information regarding issues and update the tickets
• Ensure tickets are properly updated
• Work to meet service metrics for all types of work required
• Escalate higher priority issues and escalations as per internal process - Monitor and take phone calls from customers, partners, and vendors
• Notify management when there are issues, risks, service metrics or schedules that cannot be met
• Follow up on ongoing support issues and communicating with all parties involved
• Create and update documentation of internal and external operations processes
• Identify opportunities to enhance productivity, effectiveness, and operational efficiency
• Provide escort to customers/vendors/partners and internal staff to North Bay location
• Help manage and maintain North Bay location
• Operation maintenance activities as assigned
• Other duties as assigned

You Have:

• Education or experience in Information Technology
• Education or experience in ITIL/ITSM methodologies
• Experience in a Call Centre or Service Centre and IT Operations environment
• Knowledge of Information technology concepts, specifically in Virtualization, IT Infrastructure, data storage, networking, and Disaster Recovery
• Service Desk and Incident Management skills
• Service Delivery and Engagement Coordination skills
• Able to maintain a high work ethic
• Excellent analytical and problem-solving skills with the ability to think outside the box and be innovative and resourceful
• Ability to quickly learn new software and hardware technologies
• Strong time management skills with the ability to effectively prioritize work
• Strong written and verbal communication skills with the ability to communicate with all parties involved; In English and in French for bilingual roles

About ThinkOn Inc. | Where Data Thrives:

Founded in 2013, ThinkOn is a managed infrastructure services provider (MISP) with a global data center footprint, focused on empowering partners to do whatever they need to do with their data. ThinkOn’s team of data-obsessed experts protect clients’ data like it’s their own, making it more resilient, secure, actionable, and searchable. ThinkOn is Channel First and works with a global network of value-add resellers and managed service providers to provide creative, turnkey Infrastructure-as-a-Service (IaaS), Disaster Recovery-as-a-Service (DRaaS), and Backup-as-a-Service (BaaS) solutions and data management services that are fast, flexible, scalable, highly secure, and cost-effective with predictable pricing and no hidden fees. ThinkOn has data centers located across North America, the United Kingdom, Australia, and the Caribbean.

Recognized for its substantial growth and global success, ThinkOn has been named to several notable lists, including The Globe and Mail’s Report on Business ranking of "Canada’s Top Growing Companies" (2021 and 2022), the Deloitte Technology Fast 500 (2021 and 2022), the Deloitte Technology Fast 50 (2021), CIOReview’s "Most Promising Backup Solution Provider" (2021), the Canadian Business "Growth List," and Channel Daily News’ "Top 100 Solution Providers" (2021).

ThinkOn is headquartered in Toronto, Ontario. To learn more, visit www.ThinkOn.com

Accessibility Accommodations:

ThinkOn is committed to a workforce that is reflective of diverse populations. We welcome applications from qualified individuals from all backgrounds. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and accessibility standards across Canada, ThinkOn provides accommodations to job applicants with disabilities throughout the recruitment process. If you require accommodations, please let us know and we will work with you to meet your needs. We are committed to a selection process and work environment that is inclusive, equitable, accessible, and adheres to our corporate values.